Resource One Credit Union ยท 1 month ago
Contact Center Agent - Full-Time - Bilingual
Dallas,TX,US
Full-time
Onsite
Entry Level
1+ years expResource One Credit Union is seeking a Contact Center Agent to serve as the first point of contact for members. This role focuses on delivering a seamless member experience through effective communication and resolution of inquiries regarding credit union products and services.
Financial Services
Responsibilities
Respond to a high volume of inbound calls, emails, and digital inquiries with professionalism, efficiency, and accuracy
Provide detailed information about credit union products, services, policies, and procedures
Assist members with account inquiries, transaction history, balance verification, loan information, and digital banking support
Perform account maintenance tasks including address changes, payment processing, debit card orders, and more
Troubleshoot issues related to online banking, mobile app, debit card disputes, and ACH transactions
Handle sensitive financial data with the highest level of confidentiality and compliance
Actively identify opportunities to deepen member relationships through cross-selling of appropriate financial products and services
Escalate complex issues to appropriate departments while maintaining ownership of the member experience
Document all interactions and follow-ups accurately in the system for recordkeeping and quality assurance
Meet and exceed performance metrics related to call quality, resolution time, and customer satisfaction
Participate in ongoing training and professional development to stay current on products, policies, and systems
Contribute to a collaborative and positive team environment
Other duties as assigned
Qualification
Required
High school diploma or equivalent
Minimum of 1 year experience in a customer service role (call/contact center, retail, banking, etc.)
Bilingual (Spanish)
Excellent verbal and written communication skills
Strong active listening, empathy, and interpersonal abilities
Confidence in problem-solving and decision-making under pressure
Comfort with digital systems and software, including CRM and multi-line phone systems
Ability to work independently while contributing to team success
Highly organized with the ability to multitask and manage time effectively
Adaptable and receptive to feedback and process changes
Company
Resource One Credit Union
ROCU is a union which provides Checking Accounts, Auto, Home, Credit Card, Home Equity, Boat, Business Accounts and Loans services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Tracey Jackson, CCUFC
Chief Financial Officer
Daniela Parker, MS, CBCP, CUERME
Chief Risk Officer
Recent News
Business Insider
2024-12-31
Company data provided by crunchbase